Reference no: EM132242358

Answer the following Question :

Question 1 : The part of marketing that relies heavily on interpersonal communication and interaction between buyers and sellers is called_______

Direct marketing.

Consumer Behavior.

Sales promotion.

Advertising.

Personal selling.

Question 2 : Which of the following is not part of the sales process model outlined in the text?

Salesperson attributes.

Developing customer relationships.

Selling situation.

Initiating customer relationships.

Enhancing customer relationships.

Question 3 : LaTasha is a purchasing agent for a large construction company. Jeff is a salesperson for a building materials company and has been calling unsuccessfully on LaTasha for several weeks. LaTasha likes Jeff and believes he is selling a good product. Unfortunately, she does not feel she can rely on him if she ever had a problem with one of the orders. Which of the following best reflects the underlying problem?

Jeff's company needs to work on its ability to deliver orders accurately and on time.

LaTasha doesn't trust Jeff.

Jeff has lied to LaTasha.

All are correct.

LaTasha is simply a tough buyer.

Question 4 : Which of the following best describes trust in a buyer-seller context?

The salesperson is dependable.

The buyer can rely on what the salesperson says or promises to do.

The salesperson is honest with the buyer.

The buyer understands the salesperson.

The salesperson is able to solve the buyer's needs cost effectively.

Question 5 : Which of the following is not recognized as a trust builder?

Power.

Dependability.

Expertise.

Candor.

Customer orientation.

Question 6 : When speaking with someone on a job interview or sales call, which of the following body postures is most appropriate?

leaning back with hands behind the head

None are correct

Sitting back in the chair with feet up

Sitting and leaning forward or sitting on the edge of a chair

Standing next to the buyer after the buyer sits.

Question 7 : Suppose you were just hired as a salesperson and are preparing for training. Which of the following is not one of the more common topics covered during initial sales training programs?

Selling techniques.

Recruiting.

Company history.

Enhancing relationships.

Industry history.

Question 8 : Which of the following training topics does not include information that will help salespeople earn trust?

Competitive knowledge.

All will help salespeople learn how to earn trust.

Company policies.

Developing customer relationships.

Product knowledge.

Question 9 : Ethics refers to:

Correct behavior.

Laws governing society.

Right and wrong conduct of individuals and institutions of which they are a part.

All are correct.

Moral conduct as determined by the government and society.

Question 10 : Which of the following statements is most accurate with respect to sales and ethics?

Ethics are universal; they're the same in every country.

None are accurate.

It's OK for salespeople to engage in unethical behavior because buyers do it all the time.

Ethics are culturally based; they vary from country to country.

Ethical standards are, by definition, legal standards.

Question 11 : Which of the following statements pertaining to the stimulus-response form of personal selling is true?

The stimulus-response sales strategy cannot be used with a canned sales presentation.

The buyer takes a dominant role in the sales dialogue.

An example of the stimulus-response sales strategy would be the continued affirmation method.

The stimulus-response sales strategy has the advantage of flexibility.

Question 12 : Kevin is a salesperson who relies heavily on trust building. This style of selling is known as?

Personal selling.

Mental states selling.

None are correct

Canned selling.

Trust-Based relationship selling.

Question 13 : Which of the following is not one of the most common areas of unethical behavior associated with salespeople?

Deceptive practices.

Poor customer service.

All are correct

Illegal activities.

Non-customer-oriented behavior.

Question 14 : Which of the following are considered ethical behavior?

Both b and c.

None are correct

Providing answers to questions to which they do not know the answer.

Withholding relevant information from the customer.

Exaggerating product benefits.

Question 15 : Which of the following is the most common categorization of buyers?

Government and business.

Business and intermediaries.

Consumer and business.

Consumers and end users.

Government and intermediaries.

Question 16 : Members of business markets include:

Firms, institutions, and governments.

Industrial and consumer.

Firms, consumers, and governments.

None are correct

End-users, consumers, and governments.

Question 17 : Which of the following is not a characteristic that distinguishes business markets from consumer markets?

All are correct

Derived demand.

Multiple buying influences.

Buyers make purchase decisions more often.

Buyers are larger but fewer number.

Question 18 : A buyer's motivation to make a purchase begins when he/she:

Makes a purchase.

Evaluates proposals.

Identifies a needs gap.

Talks with a salesperson.

Searches for information.

Question 19 : A salesperson's best chance for making a sale is to get involved with the buyer when they are in the ____ stage of the buying process?

Acquisition of proposals.

Search for solution providers.

Recognition of need.

Final.

All are correct

Question 20 :  Which of the following is not one of the types of buyer needs?

None are types of buyer needs.

Physiological.

Functional.

Situation.

Social.

Question 21 : In order for salespeople to be able to deliver complete comparative product information in sales presentations they must possess:

competitor knowledge.

Trust.

Assertiveness.

Customer knowledge.

Question 22 : If a buyer mistakenly believes that a competitor's offering has higher level attributes or qualities than it actually does, the salesperson should attempt to:

Alter the importance weights the buyer's using.

More than 1 of the above

Describe the difficulties the buyer will have if they choose the competitor's offer.

Alter the buyer's beliefs about the competitor's offering.

Reassure the buyer that your product is superior.

Question 23 : The desired outcomes in trust-based relationship selling include which of the following?

Profit in the short-term.

None are correct

Order volume.

Closed sales.

Trust and mutual benefits/profits.

Question 24 : The two general categories of attributes making up the two-factor model of evaluations are?

Evaluative and "delighter" attributes.

Function and psychological attributes.

Functional and "must-have" attributes.

Functional and evaluative attributes.

"must-have" and evaluative attributes.

Question 25 : Salespeople need to possess effective communication skills so that they:

Are better able to communicate to the selling organization.

More than 1 are correct

Can do a better job of asking for the order.

Have an advantage over their customers.

Are better able to identify buying needs and accurately convey proposed solutions.

Question 26 : Kim is a salesperson for ABC Advertising and is having trouble maintaining control of her sales calls. She finds that her customers often go off on tangents and will talk about relatively unimportant things until her time with those customers is up. Kim could probably benefit from ______.

All are correct

Being more formal and less friendly during the sales call.

Being candid with her customers by telling them they are wasting her time.

Talking more during the sales call so the customers don't have a chance to go off on tangents.

Improving her questioning skills.

Question 27 : Which of the following is the best example of an open-end question?

Are you interested in making a purchase today?

How do you currently assess the performance of your suppliers?

How many employees do you have?

Did you say you are already working with another supplier?

Question 28 : Within the SPIN questioning system, which questions are designed to serve as a transition from need identification to presentation of solutions?

Situation questions.

Implication questions.

Transition questions.

Need-payoff questions.

Question 29 : Which of the following is not a type of question found in the ADAPT questioning system?

Assessment questions.

Projection questions.

Activation questions.

Transition questions.

Problem questions.

Question 30 :
The ADAPT questioning system is similar to the SPIN questioning system in that:

Both questioning systems seek to stimulate the buyer's interest in solving uncovered problems.

All are correct.

Both questioning systems are progressive.

Both questioning systems seek to uncover needs.

Both questioning systems may utilize open-end and closed-end questions.

Question 31 : In order to be an effective listener a salesperson must do which of the following?

All are correct

Make no assumptions about what the buyer is saying

Monitor the buyer's nonverbal language

Pay attention

Paraphrase and repeat

Question 32 : Which of the following are likely to result when a salesperson uses poor grammar in either oral or written communications?

The receiver dismisses the sender and the sender's organization as being unable to perform the role of an effective supplier and partner.

The receiver begins to focus on the sender rather than the message.

All are likely to result.

The probability of effective communication is reduced.

The meaning and credibility of the message are significantly downgraded.

Question 33 : When using the multi-attribute model for evaluating suppliers and products, buyers must remember to:

Include all the benefits associated with the various solution alternatives.

Apply weights, indicating relative importance, to the desired characteristics.

Contact all potential solution providers.

Include only those solutions with multiple attributes (i.e., multi-attribute).

Question 34 : Jennifer follows the trust-based relationship selling strategy when dealing with her customers. She can expect to be _________ her customers' decision-making processes.

Actively involved in.

Dissastified with.

Isolated from.

Uncertain about.

Question 35 : Each individual type of nonverbal communication carries meaning. However, collectively the pieces of nonverbal communication being expressed at the same time combine to form unique meaning (that is, different from that of the individual pieces). This collection of nonverbal communication is referred to as _________.

Nonverbal communication.

Nonverbal communication qualifiers (NCQ).

None are correct.

Collective nonverbal communication (CNC).

Nonverbal clusters.

Question 36 : During the early part of the twentieth century there was widespread interest in how to reduce the cost of sales. Many believed that this could be done by:

Hiring lower-cost salespeople.

Increasing the efficiency of the factory production process.

Increasing the territory of each salesperson.

Developing advertising to increase demand for the product.

Selling through mass distribution of goods and services.

Question 37 : The most important part of marketing communications in terms of money spent by most business firms is:

Publicity.

Public relations.

Personal selling.

Sales promotions.

Advertising.

Question 38 : According to the text, when salespeople alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations they are using:

Adaptive selling.

Response selling.

Situational selling.

Value-based selling.

Interactive selling.

Question 39 : Which of the five views of personal selling is considered to be the simplest?

Problem-solution.

Contingency-selling.

Mental-states.

Stimulus-response.

Need-satisfaction.

Question 40 : Salespeople who are customer oriented, honest, dependable, competent, and likable are in a good position to establish

Rapport.

Customer feedback.

Commitment.

Source credibility.

Trust.